[Remote] Manager of Customer Support

Note The job is a remote job and is open to candidates in USA. Higher Logic is an industry-leading engagement platform that provides powerful online communities and communication tools. The Manager of Customer Support is responsible for leading a team of support specialists, overseeing hiring, training, and performance management while implementing customer-centric processes to enhance productivity and improve the customer experience. Responsibilities Direct personnel management and team oversight Inbound customer contact queues across all service channels (case, phone, chat, etc) Setting and achieving team and individual goals Defining, documenting and implementing team processes Skills Typically has at least seven years of experience either providing or leading technical support functions in a SaaS environment, or five years and a degree Leadership experience in a multi-channel contact center environment Experience training, mentoring, coaching and developing customer service teams Has partnered with Product and Engineering teams to prioritize feature requests and bug fixes preferably in an agile software development environment Has worked with customers ranging from small businesses to large enterprise organizations Company Overview Higher Logic is a cloud-based community platforms. It was founded in 2007, and is headquartered in Arlington, Virginia, USA, with a workforce of 201-500 employees. Its website is http//higherlogic.com.